Member Service Representative

About the job

Background Qualifications

• 1+ year of experience in a healthcare contact center
• Healthcare background is required (e.g., insurance agents, healthcare call centers)
• Prior HIPAA‑compliant work environment
• Experience supporting patient or member interactions
• Access to efficient and fast Wifi

Plusses:

• Experience in behavioral health
• Fast paced environment

Insight Global is assisting a client in hiring several Member Service Representatives for the insurance industry assisting members with complex medical and social needs, using a tech-enabled care coordination platform and a team-based model that addresses social determinants of health. This company serves 100,000+ Medicaid and duel-eligible members across several states assisting with behavioral health outcomes, inpatient utilization, and total cost of care.

• Serve as a trusted first point of contact, listening with empathy and assessing each caller’s needs while helping to de‑escalate emotional situations.
• Collect and document essential information to support accurate intake, triage, and care coordination.
• Clearly explain next steps, set expectations, and provide guidance or pre‑arrival instructions when needed.
• Recognize and respond to urgent situations, including potential life‑threatening risks, self‑harm, or harm to others, and escalate appropriately to ensure safety for all involved.
• Monitor the availability and status of field and virtual care resources, responding quickly to emergency alerts and requests for support.

Pay rate: $17 - $18